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Auto QA

With the power of AI run Customer Support Agent quality assurance on every conversation within Front and get Score Cards and additional reporting on Agent performance on the QA qualitative metrics you care about. This Product will be an Add-On on ...
4 months ago in Admin audit trail / AI / AI insights / AI tracking / Insights / Team performance analytics 0 Planned

[granularity] Improve the granularity of summaries details to include the inquiry, steps taken, entities shared like conv_ID, error codes ….

The summary's structure and granularity don't match all use cases. Support agents need more specific information than a collaborator or manager joining a conversation
7 months ago in AI / AI summary 0 Planned

Option to display Knowledge Base widget (without live chat) during offline hours

Option to only show help centre from chat widget. Especially useful when chat is 'offline'. When offline hours are enabled, the widget is completely hidden from the site. This also hides the knowledge base, which seems like a strange thing to do. ...
about 1 year ago in Knowledge Base / Live Chat 0 Planned

Manually Close / End a Front Chat conversation

As an operator / agent, I'd like to be able to "end" a chat with a customer. They can still start a new one.
over 1 year ago in Live Chat 0 Planned

Set chatbot hours and/or conditionally split chatbot responses based on hours

At a high level we would like to be able to only have our chatbot run in Off Hours and have our support representatives handle all live conversation during business hours. So part 1 of the request: be able to set the chatbot to only turn on during...
over 1 year ago in Live Chat 0 Planned

View incomplete chatbot conversations

Currently a conversation is not created within Front unless a chat visitor has completed the chatbot flow. It would be helpful to have a separate inbox that stores partially completed chatbot conversations - this way the team could still jump in t...
almost 2 years ago in Chatbots 0 Planned

Ability to use custom fields / variables in chatbot flow

It would be helpful to be able to use custom fields / variables in chatbot flow messages like "Hi {visitor.first_name}" in order to personalize the chatbot flow more for chat visitors.
almost 2 years ago in Chatbots 2 Planned

Allow companies to set & enforce email signatures company wide and restrict the editing of email signatures.

Companies want to standardize their email signatures from a branding perspective. We want all users to have the same font and color scheme and to use only the company approved phone numbers [by team] and to have the proper email and website links.
about 2 years ago in Admin Experience / Signature management 1 Planned

Add ability to reply to messages in bulk

Many times it may be necessary to reply to multiple messages with the same information (ie a problem ticket is closed and you need to tell each client the issue is resolved). Right now, messages in Front need to be replied to individually. It woul...
about 2 years ago in Core Product Experience 0 Planned

Allow Workspace admins to create and manage teammate Groups

Allow users other than company admins to create, edit and delete teammate Groups, including the ability to add teammates to Groups. This could be a permission granted to users, or a company-wide setting that allows Workspace to manage teammate Gro...
over 2 years ago in Teammate Groups 2 Planned